#35740 FW: 01962433 Export to Excel error - The file format and extension don't match [ thread::H-bOHxuCOiaSnFwDpCOjVj8:: ]
Resolved
Created Sep 18, 2025, 5:07 PM
Resolved Sep 18, 2025, 7:54 PM
System (internal)
Sep 18, 2025, 5:07 PM
Check-in (internal)
Sep 18, 2025, 5:07 PM
Can you please get the most recent version of Windows App in MSC? Susan Cloninger Office Operations Manager Human Resource Council 1801 S. Higgins Missoula, MT 59801 (406) 728-3710 CONFIDENTIALITY NOTICE: This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, copying, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Thank you. From:Tracy Hilderman <[email protected]> Date: Thursday, September 18, 2025 at 10:52 AM To: Susan Cloninger <[email protected]> Cc: Ruth Burke <[email protected]>, Hunter Dutton <[email protected]>, Vicki Welter <[email protected]> Subject: FW: 01962433 Export to Excel error - The file format and extension don't match [ thread::H-bOHxuCOiaSnFwDpCOjVj8:: ] Hi, Per MIP to fix the excel export problem, we need to update the windows app. See email below. Tracy Hilderman Director of Finance Human Resource Council 1801 SW Higgins Missoula, MT 59801 406.728.3710 From:[email protected] <[email protected]> on behalf of MIP Customer Center <[email protected]> Date: Tuesday, September 16, 2025 at 11:48 AM To: Tracy Hilderman <[email protected]> Subject: 01962433 Export to Excel error - The file format and extension don't match [ thread::H-bOHxuCOiaSnFwDpCOjVj8:: ] [EXTERNAL - This message was sent from an email outside of Human Resource Council, District XI. Please use caution when following links or opening attachments.] Hello, It look like updating to the Windows APP (formerly remote desktop) will fix the issue. [embedded image] Have IT install that and reconnect. Thank you, Blake Sanford Technical Support Representative Momentive Software (formerly Community Brands) --------------- Original Message --------------- From: MIP Customer Center [[email protected]] Sent: 9/12/2025, 12:18 PM To: [email protected] Subject: 01962433 Export to Excel error - The file format and extension don't match Hello, There looks to be a fix with the Windows App according to the other customer. I am waiting for details then will let you know what version. Thank you, Blake Sanford Technical Support Representative Momentive Software (formerly Community Brands) --------------- Original Message --------------- From: MIP Customer Center [[email protected]] Sent: 9/12/2025, 7:47 AM To: [email protected] Subject: 01962433 Export to Excel error - The file format and extension don't match Hello, Yes, thank you. The version he is testing on is older. He is updating to the newer version and hopefully we can re-produce the issue. I will keep you updated. Thank you! Blake Sanford Technical Support Representative Momentive Software (formerly Community Brands) --------------- Original Message --------------- From: Tracy Hilderman [[email protected]] Sent: 9/8/2025, 1:51 PM To: [email protected] Subject: Re: 01962433 Export to Excel error - The file format and extension don't match I am not sure if this helps, but this is what I am using: [embedded image] Tracy Hilderman Director of Finance Human Resource Council 1801 SW Higgins Missoula, MT 59801 406.728.3710 From: [email protected] <[email protected]> on behalf of MIP Customer Center <[email protected]> Date: Monday, September 8, 2025 at 1:39 PM To: Tracy Hilderman <[email protected]> Subject: 01962433 Export to Excel error - The file format and extension don't match [EXTERNAL - This message was sent from an email outside of Human Resource Council, District XI. Please use caution when following links or opening attachments.] Hello, David, our Tech that uses a MAC is unable to replicate it. I'm comparing which version he's using to the other ticket I have on this case to see if maybe it was due to a MAC update. Thank you, Blake Sanford Technical Support Representative Momentive Software (formerly Community Brands) --------------- Original Message --------------- From: Tracy Hilderman [[email protected]] Sent: 9/8/2025, 1:18 PM To: [email protected] Subject: Re: 01962433 Export to Excel error - The file format and extension don't match Hi Blake, I am wondering how your investigation is going on the excel issue. Please advise. Thanks, and have a great day. Tracy Hilderman Director of Finance Human Resource Council 1801 SW Higgins Missoula, MT 59801 406.728.3710 From: [email protected] <[email protected]> on behalf of MIP Customer Center <[email protected]> Date: Friday, August 29, 2025 at 11:12 AM To: Tracy Hilderman <[email protected]> Subject: 01962433 Export to Excel error - The file format and extension don't match [EXTERNAL - This message was sent from an email outside of Human Resource Council, District XI. Please use caution when following links or opening attachments.] Hello, Thank you for the update. We are still investigating the issue and I will let you know as soon as I have an update. Thank you, Blake Sanford Technical Support Representative Momentive Software (formerly Community Brands) --------------- Original Message --------------- From: Tracy Hilderman [[email protected]] Sent: 8/25/2025, 10:40 AM To: [email protected] Subject: Re: 01962433 Export to Excel error - The file format and extension don't match Hi Blake, Sorry, On Friday I was dealing with HVAC issues. It’s been a week of things breaking at my Mom’s house. So, I was working in Classic. I ran a simple active funds list, and this is what I got: [embedded image] Error! Filename not specified. Error! Filename not specified. Error! Filename not specified. Export attached in excel Tracy Hilderman Director of Finance Human Resource Council 1801 SW Higgins Missoula, MT 59801 406.728.3710 From: [email protected] <[email protected]> on behalf of MIP Customer Center <[email protected]> Date: Friday, August 22, 2025 at 9:50 AM To: Tracy Hilderman <[email protected]> Subject: 01962433 Export to Excel error - The file format and extension don't match [EXTERNAL - This message was sent from an email outside of Human Resource Council, District XI. Please use caution when following links or opening attachments.] Hey Tracy, So far we have another org that is using a Mac and experiencing the same issue. Would you be able to send me a report that you have (or create a new one) that gives you that error and I can test it? Thanks, Blake Sanford Technical Support Representative Momentive Software (formerly Community Brands) --------------- Original Message --------------- From: Tracy Hilderman [[email protected]] Sent: 8/21/2025, 10:09 AM To: [email protected] Subject: Re: 01962433 Export to Excel error - The file format and extension don't match CAUTION: This email originated outside of the Momentive Software email environment. Do not click links or open attachments unless you recognize the sender and know the content is safe. --------------------------------------------------------------- My Cell number is 406-880-4084 Tracy Hilderman Director of Finance Human Resource Council 1801 SW Higgins Missoula, MT 59801 406.728.3710 From: [email protected] <[email protected]> on behalf of MIP Customer Center <[email protected]> Date: Thursday, August 21, 2025 at 7:39 AM To: Tracy Hilderman <[email protected]> Subject: 01962433 Export to Excel error - The file format and extension don't match [EXTERNAL - This message was sent from an email outside of Human Resource Council, District XI. Please use caution when following links or opening attachments.] Hello Tracy, Do you have a direct line so we can look into your issue? Let me know if you have any availability today or tomorrow. Thank you, Blake Sanford Technical Support Representative Momentive Software (formerly Community Brands) --------------- Original Message --------------- From: MIP Customer Center [[email protected]] Sent: 8/20/2025, 2:11 PM To: [email protected] Subject: 01962433 Export to Excel error - The file format and extension don't match Hello Tracy, Do you have a direct line? I tried calling the main number but was unable to get through to you. Thank you, Blake Sanford Technical Support Representative Momentive Software (formerly Community Brands) --------------- Original Message --------------- From: MIP Customer Center [[email protected]] Sent: 8/18/2025, 3:49 PM To: [email protected] Subject: 01962433 Export to Excel error - The file format and extension don't match MIP Support 4:33 PM Trudy has joined Trudy 4:33 PM Hello Tracy Hilderman. Reminder that chat is a great option for quick 'how to' and non-complex support requests. Please hold a moment while I look up your account information. This might take a couple of minutes. Tracy Hilderman 4:34 PM Thanks Trudy 4:36 PM Hi, how can I help you today? Tracy Hilderman 4:36 PM Good afternoon, We are having trouble with exporting from MIP. It keeps exporting in a format not recognizable. It seems like an MIP thing and not on our end. It has been working fine until now. Trudy 4:36 PM Do you know what your selection is when you are exporting? Tracy Hilderman 4:37 PM Excel Tracy Hilderman 4:37 PM can I load a screenshot to this chat? Trudy 4:38 PM Yes, you can upload the file Tracy Hilderman 4:38 PM how Trudy 4:39 PM There should be an upload icon you can click on MIP Support 4:40 PM Tracy Hilderman has successfully uploaded Screenshot 2025-08-18 at 3.11.02 PM.png System (Agents) 4:40 PM Click to download Screenshot 2025-08-18 at 3.11.02 PM.png. Trudy 4:44 PM Is this a large report that you are trying to download Tracy Hilderman 4:44 PM no. it should be small Tracy Hilderman 4:45 PM it was a list of active funds Trudy 4:45 PM Did you wait until the file completed download or are you trying to open it immediately? Tracy Hilderman 4:46 PM I waited. It also sounds like I am not the only one having this issue at HRC. Trudy 4:47 PM I can escalate your case for a callback. What is your best callback number? Tracy Hilderman 4:47 PM 406-880-4084 is my cell Trudy 4:47 PM Thank you, I will get this escalated. Tracy Hilderman 4:47 PM Thanks Trudy 4:48 PM Is there anything else I can help you with today? Tracy Hilderman 4:48 PM nothing else at this time. Trudy 4:48 PM Thank you for using Abila Support Chat. You will receive a transcript of this chat with the case number once we end our session and I save the case. Have a great day! I will end our session now. Goodbye ~ . Tracy Hilderman 4:48 PM bye Kind Regards, Trudy Hartmann Support Analyst, Nonprofit Solutions Momentive Software formerly Community Brands Momentive, formerly Community Brands (our parent company) has a robust set of solutions that may be of use to you or your colleagues: Fundraising – Givesmart provides a comprehensive Donor management solution that will provide you with data-driven insight and is customized to fit your needs. Some of the great features are Volunteer Signup.[embedded image] thread::H-bOHxuCOiaSnFwDpCOjVj8:: [embedded image][embedded image] [embedded image][embedded image][embedded image][embedded image][embedded image][embedded image]
Artichoke Support - Peet (internal)
Sep 18, 2025, 5:34 PM
The newest version 11.2.2 was added to MSC.app on 9/11 for testing and released 9/17 for production. I can see that "HRC-RemoteSpare-1024" has it as a pending install. But looking at this thread and the release notes for 11.2.2, 11.2.2: This is a quick release to address a customer-reported issue with folder redirection. It's possible/likely that MIP support isn't just suggesting an update for the update's sake. Cheers.Peet
customer-reply (internal)
Sep 18, 2025, 6:39 PM
Thank you! I’ll keep you posted. Susan Cloninger Office Operations Manager Human Resource Council 1801 S. Higgins Missoula, MT 59801 (406) 728-3710 CONFIDENTIALITY NOTICE: This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, copying, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Thank you. From: Artichoke Support - Peet <[email protected]> Date: Thursday, September 18, 2025 at 11:35 AM To: Susan Cloninger <[email protected]> Subject: FW: 01962433 Export to Excel error - The file format and extension don't match [ thread::H-bOHxuCOiaSnFwDpCOjVj8:: ] (message id: 99530937)
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